Cresta: Enterprise contact-center AI platform combining real-time agent assist, autonomous AI agents, and conversation intelligence. QEval: QEval is an AI contact center quality assurance platform that transcribes and scores customer conversations across voice, chat, email, and SMS against customizable scorecards. Which one wins depends on your platform mix, budget, and how hands-off you want notes to be.
How Hosiqo compares and tests toolsFinal recommendation
Shortlist Cresta when assisting contact-center agents in real time during customer conversations matters most, and QEval when real-time compliance monitoring and de-escalation support during live customer calls matters most. Try them side by side on real calls before deciding — needs vary by team.
Enterprise contact-center AI platform combining real-time agent assist, autonomous AI agents, and conversation intelligence.
QEval is an AI contact center quality assurance platform that transcribes and scores customer conversations across voice, chat, email, and SMS against customizable scorecards.
Cresta is an enterprise customer-experience AI platform that unifies human and AI agents across voice and digital channels. It captures conversations through integrations with major contact-center systems such as Genesys, NICE, Salesforce, Twilio, and Amazon Connect, then analyzes those interactions at scale to surface behavioral insights and deliver real-time guidance. Its Agent Assist listens to live conversations and provides agents with in-the-moment suggestions, knowledge, and next-best actions, while a Knowledge Agent proactively surfaces context-aware answers without manual prompting. Cresta's conversation intelligence analyzes 100% of interactions to identify the behaviors that drive outcomes, and its automated quality management scores conversations across the board so supervisors gain visibility without manual sampling. The platform also offers autonomous AI agents that can resolve customer conversations end to end, plus an Agent Operations Center that gives supervisors real-time visibility and intervention tools across both human and AI-led conversations. Cresta is built for large enterprise contact centers in industries such as financial services, travel and hospitality, telecommunications, insurance, and healthcare that need real-time assistance, coaching, and analytics at scale. Pricing varies by plan. Check the official website for current pricing.
Best suited for
QEval, built by Etech Global Services, is an AI-powered contact center quality assurance and performance management platform. It automatically transcribes recorded and live customer interactions across voice, chat, email, and SMS channels, then applies speech analytics, sentiment detection, and topic classification to evaluate every conversation against customizable quality scorecards rather than a small manual sample. Built for contact center QA teams, compliance officers, and operations leaders, it converts interactions into searchable transcripts in near real time, scoring both human and AI agents. QEval includes real-time agent assist that surfaces compliance prompts and de-escalation guidance during live calls, automated PCI/HIPAA/GDPR compliance monitoring with PHI/PII redaction, and coaching workflows with analytics and gamification to drive agent improvement. A flexible scorecard builder supports numeric, weighted, blind, and holistic scoring formats. Distinct from generic LLM wrappers, QEval emphasizes a proprietary multi-expert evaluation architecture, vendor-neutral scoring of third-party AI agents, and a roughly 30-day deployment timeline aimed at enterprise contact centers.
Best suited for
Cresta is a free tier with paid upgrades (freemium); QEval is custom pricing (contact sales). Always confirm current pricing on each vendor's site before buying.
| Feature | Cresta | QEval |
|---|---|---|
| Core capability | Real-time Agent Assist with live suggestions and knowledge | Automated transcription of recorded and live calls into searchable text via speech analytics |
| Standout feature | Conversation intelligence analyzing 100% of interactions | Customizable quality scorecards (numeric, weighted, blind, and holistic scoring formats) |
| Team usage | Automated quality management and scoring across all calls | Evaluation across 100% of voice, chat, email, and SMS interactions instead of manual samples |
| Integrations | Knowledge Agent that proactively surfaces context-aware answers | Real-time agent assist with live compliance prompts and de-escalation guidance |
| Languages & capture | Autonomous AI agents for end-to-end conversation resolution | Compliance monitoring for PCI, HIPAA, and GDPR with PHI/PII redaction |
| Best-fit workflow | Integrations with Genesys, NICE, Salesforce, Twilio, and Amazon Connect | Scoring of both human agents and third-party AI agents, plus coaching, analytics, and gamification |
Cresta
Choose Cresta if you need assisting contact-center agents in real time during customer conversations — strengths include delivers real-time guidance during live conversations, not just post-call review.
QEval
Choose QEval if you need automating quality monitoring and scoring of agent customer interactions at scale — strengths include transcribes and analyzes 100% of interactions across multiple channels rather than a sampled subset.
Cresta
QEval
It depends on your workflow. Cresta is strong for assisting contact-center agents in real time during customer conversations, while QEval is strong for automating quality monitoring and scoring of agent customer interactions at scale. Both transcribe and summarize meetings.
Cresta is a free tier with paid upgrades and QEval is custom pricing. Check each vendor's pricing page for the latest plans and free-tier limits.
Often yes: teams combine tools when one handles capture and another handles analysis.
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